Customer Relations Executive

Key responsibilitiesCustomer calls

• Answer incoming customer calls and return missed calls the same working day.
• Help customers with product details, sizing, fabric, stock availability, order status and delivery timelines.
• Make outbound calls to confirm COD orders, follow up on undelivered or returned-to-origin (RTO) shipments, and reach customers about delays.

WhatsApp and Instagram

• Reply to WhatsApp messages, Instagram DMs and comment queries within the agreed response time.
• Share product photos, size charts, links and order updates in AINA's brand tone: warm, polite and clear.
• Guide interested customers to purchase, and flag sales leads or bulk enquiries to the team.
• Escalate negative comments, complaints or influencer and collaboration messages to the Customer Care Lead.

Returns, exchanges and refunds

• Register return and exchange requests and check them against AINA's return policy.
• Arrange reverse pickups with the courier partner and track them until they reach the warehouse.
• Coordinate with the warehouse/QC team to inspect returned products and record the outcome.
• Process exchanges and refunds (including store credit and COD refunds) on Shopify and Amazon, and keep the customer updated at each step.

Complaints and escalations

• Resolve complaints about damage, wrong items, size issues, delays and quality, owning each case until it closes.
• Escalate cases outside your authority with full details, and follow up until resolved.

Records and feedback

• Report recurring issues (sizing, defects, courier problems, website confusion) to the Customer Care Lead every week.
• Collect customer feedback and reviews, and share useful insights with the product and marketing teams.